Methods and apparatus for automating the detection, reporting and correction of operator input errors

ABSTRACT

Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions. The interaction of the automated apparatus of the present invention and a telephone switch involves the use of the assigned operator position identifiers to identify the apparatus of the present invention to the switch as one or more operational operator positions. Once logged in with the telephone switch, the apparatus of the present invention can service calls normally handled by human operators, without the need for a human operator&#39;s involvement.

RELATED APPLICATIONS

This application is a continuation-in-part of pending U.S. patentapplication Ser. No. 09/154,014, filed Sep. 16, 1998, which claims thebenefit of U.S. Provisional Application No. 60/059,081, filed Sep. 16,1997.

FIELD OF THE INVENTION

The present invention relates to communications systems, and moreparticularly to methods and apparatus for facilitating operator assistedtelephone calls, automating operator services, providing enhancedtelecommunications services, and detecting, reporting and correctingoperator input errors.

BACKGROUND OF THE INVENTION

Computer systems have become an integral part of providing communicationservices, e.g., telephone services. They are frequently used bytelephone operators, e.g., to service operator assisted telephone calls.Operator assisted calls include, e.g., directory assistance calls, callsrequesting initiating of telephone conferences, requests for billingcredit, etc.

Human telephone operators frequently work at computer systems referredto as operator workstations. These workstations are normally coupled toa telephone switch via separate bi-directional data and audio channelsof a T1 link. The pair of data/audio channels used to service telephonecalls and convey call audio, call data and call processing instructionsbetween a switch and an operator workstation is commonly referred to asan operator interface. Protocols which allow an operator to communicatewith a switch over such an interface are commonly referred to asoperator interface protocols. In order to allow an operator to support awide range of call processing transactions operator protocols supportcall transfer, billing, call connection instructions, in addition tocommands which allow an operator to issue credits and to do a wide rangeof other call processing operations from an operator workstation.

Current automated call processing devices, including most intelligentperipherals, tend to be designed for specific functions, e.g., speechrecognition, which are much more clearly defined and limited incomparison to the wide range of call processing functions a humanoperator working at an operator workstation is expected to perform.Fully automated devices tend to use protocols and interfaces which aremore limited in terms of functionality than the operator interfaces andprotocols used to interface with manned operator workstations.

A conventional telephone system 100 including manned operatorworkstations for servicing telephone calls, e.g., directory assistancetelephone calls, is illustrated in FIG. 1.

As illustrated, the known telephone system 100 comprises a plurality oftelephones 102, 104 which are coupled by POTS lines to a digitalmultiplexed switch (DMS) 106. The DMS 106, in turn, is coupled to anoperator service center (OSC) 110 via a T1 link 108. As is known in theart, a T1 link comprises 24 communication channels, each of which may beused to communicate audio or data signals. In addition to the OSC 110,the system 100 comprises a voice function node (VFN) 112 and a listingservice data base (LSDB) located at a physical, usually central site,identified as the LSDB site 114. The VFN is used for, e.g., playingprompts and providing listing information to a caller. The LSDB 116 isused to perform database look-up operations and to output both publishedand non-published telephone number listing information, e.g., to atelephone operator and/or the VFN 112.

The LSDB is coupled to the OSC 110, the DMS 106 and the VFN 112 by datalines 107, 109, 111 respectively. The VFN in turn, is coupled to the DMSby a voice line 113.

The OSC 110 includes various components which facilitate the servicingof a call by a human operator. The OSC 110 includes a channel bank 118,a pair of first and second protocol converters 120, 122, a local areanetwork (LAN) 126 router 124 and a plurality of operator workstations128, 130, 132, 134, 136, 138. While 6 operator workstations are shown,OSC's normally include additional workstations. The maximum number ofworkstations is, in part, limited by the number of T1 links which arecoupled to the OSC.

As discussed above, a T1 link supports 24 channels. The channel bank 118operates to separate the channels of the T1 link 108. As is customary,in the FIG. 1 example two channels of the T1 link are used for data andthe remaining channels are used for audio signals. One audio channel peroperator workstation is normally employed. In FIG. 1, the individualline entering the top of each operator workstation 128, 130, 132, 134,136, 138 represents the audio channel used by the operator workstation.The lines extending from the channel bank 118 to the protocoltranslators 120, 122 each represent one data channel. A single T1 datachannel may be shared by multiple workstations. In the FIG. 1 systemsince 2 of the T1's channels are used for data, 22 channels remain whichmay be used as voice channels. Accordingly, 22 operator workstations maybe supported by the T1 link 108.

The protocol converters 120, 122 convert between an X.25 communicationprotocol used by the switch and an Ethernet protocol used by the LAN126. The lines extending from the LAN 126 into the bottoms of theworkstations 128, 130, 132 134, 136, 138 represent data connections.Accordingly, each workstation is supported using one pair of audio/dataconnections.

The use of a router 124 to couple the LAN 126 to the LSDB is illustratedin FIG. 1. By using a router in this manner, operators working at theworkstations can gain access to the LSDB site in order to obtain listinginformation required to service directory assistance calls.

Operator time is a large component of the cost of servicing a directoryassisted telephone call. In order to reduce costs, the announcement oftelephone listing information once determined through operator/customerinteraction is now performed primarily by automated announcement systemswhich are sometimes called voice function nodes (VFNs). Because VFNstend to be used after an operator has his/her interaction with thecustomer, the use of a VFN for telephone number announcement purposesrepresents an automated post-operator call processing operation. Such anoperation is in contrast to a pre-operator call processing operationwhich would involve processing a call prior to it being presented to ahuman operator.

Directory assistance call processing using the known system 100 isexemplary of known operator assisted call processing techniques. Forthis reason, conventional servicing of a directory assistance call by ahuman operator using the system 100 will now be discussed.

Before a human operator can service calls, the operator must first loginon the operator workstation. Operator login is normally initiated on aworkstation 128, 130, 132, 134, 136, 138 in response to the workstationdetecting the manual insertion of a operator headset connection into aport on the workstation. In response to the human input, the operatorworkstation transmits a signal to the DMS indicating that the operatorposition is manned and ready to service calls. The login signal to theDMS includes an operator position ID which uniquely identifies theoperator workstation. Because each operator workstation 128, 130, 132,134, 136, 138 provides a position where a single operator can work, aconventional operator workstation is sometimes referred to as anoperator position. It also may include a signal indicating the types ofcalls which the operator is authorized to service.

Once an operator is logged in, an authorized operator can processdirectory assistance calls. The DMS 106 maintains queues of calls to beprocessed according to call type, e.g., a queue of DA calls ismaintained. As a function of operator availability, the DMS 106 assignscalls from the queues to active operator positions which are authorizedto service the queued calls.

Servicing of a queued DA call by the conventional system 100, beginswith the DMS 106 assigning the queued call to an available operator andconnecting the call to the operator position 128, 130, 132, 134, 136, or138 to which the call is assigned. As part of connecting the call to theoperator, data including, e.g., a call ID number, ANI information, calltype information, etc. is transferred to the assigned operator positionvia the data connection with the LAN 126 while a voice connection isestablished via the voice channel which exits between the channel bank118 and the operator position.

In response to receiving the DA call, the operator requests city andlisting (name) information from the caller. Upon receiving an audioresponse to the inquiry, the operator manually keys in the listinginformation and initiates a listing service database (LSDB) look-upoperation in an attempt to retrieve the requested listing information.The look-up request is transmitted via the LAN 126 and router 124 to theLSDB 116 which returns listing information to the operator.

The operator reviews the returned listing information and selects onereturned listing as the listing to be provided to the caller. Once thelisting selection has been made, the operator initiates a release of thecall. In addition at sometime during the DA call, in response tooperator input, the operator workstation transmits billing informationto the DMS.

In response to the listing selection information and release signal, theLSDB sends data to the DMS instructing the switch to release the DA callbeing serviced from the operator workstation. The signal to the DMSnormally includes the operator position ID and the call ID. The LSDBalso sends a signal to the VFN indicating the listing information, e.g.,telephone number, and message to be provided to the caller. The call IDis normally part of this message as well.

The VFN which is connected to the DMS then provides the listinginformation to the caller via an audio connection with the DMS 106. Uponhearing the audio message and listing information the caller normallyhangs up terminating the call. The DMS 106 uses the billing informationreceived in regard to the call to initiate a billing operation resultingin the caller being charged, if appropriate, for the DA call.

As discussed above, for cost reasons it is desirable to eliminate orminimize the amount of human operator time required to service callssuch as DA calls. Accordingly, improved methods and apparatus forservicing such calls which minimize operator time and/or involvement inservicing such calls are desirable.

Conventional operator workstations include a fair amount of computerprocessing power, memory, and interface hardware. Such workstationsrepresent significant capital investments for many telephone companies.Telephone companies need to have a sufficient number of operatorworkstations to support the peak demands during the day for operatorservices. During off-peak times, substantial numbers of operatorworkstations sit idle. Even during periods of peak demand for operatorservices, at least some operator workstations will normally be idle dueto unexpected operator absences or because additional workstations arenormally provided in the event that some workstations become unusabledue to hardware failures. Thus, many conventional operator workstationsgo unused during significant portions of a day.

In order to maximize the return on purchased equipment, it is desirablethat equipment be utilized to the fullest extent possible, i.e., that itnot be sitting idle for significant portions of the day.

Accordingly, there is a need for methods and apparatus which would allowthe use of all or some operator workstations to support billable callprocessing operations when not being manned by a human operator.

As competition between telephone service providers continues to grow, toremain competitive telephone companies must look not only to ways ofminimizing the costs associated with providing existing services but toways of creating new revenue sources. Providing of enhanced telephoneservices sometimes referred to as extended telephone services, e.g.,call messaging or voice dialing, can result in new revenue sources. Inaddition, they can be used by telephone companies to distinguishthemselves from competitors which can not or do not offer comparableservices.

Accordingly, new enhanced telephone services which can be billed tocustomers are desirable as well as methods and apparatus for providingsuch services.

SUMMARY OF THE PRESENT INVENTION

The present invention is directed to methods and apparatus for providingoperator services to callers in a fully or partially automated manner.In addition, the present invention is directed to methods and apparatusfor providing new telephone services, e.g., the forwarding of messagesto non-published telephone number customers. It is also directed tomethods and apparatus that can be used to detect, report and correctoperator input errors.

Automated, e.g., unmanned, apparatus of the present invention arecapable of interfacing with conventional telephone switches using knownoperator protocols. This allows automated devices of the presentinvention to appear to existing telephone switches as manned operatorpositions capable of servicing telephone calls. In accordance with thepresent invention, the unmanned apparatus of the present invention isassigned one or more operator position identifiers conventionally usedto identify manned operator positions. The interaction of the automatedapparatus of the present invention and a telephone switch involves theuse of the assigned operator position identifiers to identify theapparatus of the present invention to the switch as one or moreoperational operator positions. Once logged in with the telephoneswitch, the apparatus of the present invention can service callsnormally handled by human operators, without the need for a humanoperator's involvement.

The unmanned automated apparatus of the present invention can interactwith a caller, collect information from the caller in an interactivemanner, and complete a call, including the performing of billingfunctions, without human operator input or involvement. The automatedapparatus of the present invention may be implemented as part of anautomated operator service center having a telephone switch interfacewhich utilizes the same voice/data connections and protocols as aconventional manned operator service center. Within the automatedoperator service center, a computerized device referred to herein as anautomated function node can be used in combination with a speechplatform to provide operator services normally provided by one or moremanned operator workstations.

Alternatively, the apparatus of the present invention can be used toautomate portions of an operator assisted telephone call, before and/orafter a human operator performs some action to service the telephonecall. When a human operator is involved in servicing a call that is alsobeing serviced by the automated system of the present invention, one ormore call transfers may occur between the automated apparatus of thepresent invention and a manned operator workstation. Such transfers mayinvolve the use of a telephone switch to transfer the call between,e.g., to and/or from, the manned operator workstation and the apparatusof the present invention, and vice versa, in the way a call is currentlytransferred between one manned operator workstation and a second mannedoperator workstation. In various embodiments of the present invention,the described telephone switch transfer operation occurs in conjunctionwith the new and novel transfer of data between the manned operatorworkstation and the automated system of the present invention via alocal area network used to couple the two together. Because data can betransferred between the automated device of the present invention and amanned workstation, the apparatus of the present invention can be usedto facilitate processing of calls involving human operators as well asperforming fully automated call processing operations.

Various embodiments of the automated apparatus of the present inventionincorporate speech recognition/generation devices. Speech compressionand silence removal circuits may also be used, e.g., to processinteractively collected data before presenting it to a human operator.

In one particular embodiment, directory assistance calls are firstconnected by a telephone switch to the automated apparatus of thepresent invention before being presented to a human operator. In such anembodiment the apparatus of the present invention prompts the caller forcity and listing (name) information. The verbal response is compressedand silence is removed. It is then recorded. The call is thentransferred by the automated apparatus of the present invention to amanned operator workstation by sending a transfer command to thetelephone switch which presented the call to the automated apparatus. Inaddition to transferring the call, the apparatus transmits thecompressed, silence removed speech to the human operator assigned toservice the call, e.g., via a T1 connection. The operator listens to thecompressed silence removed speech and then proceeds to do a data look-upoperation and service the call in the usual manner. By performing thedescribed pre-operator call processing operation, the amount of humanoperator time required to service the call is reduced.

In another embodiment, in addition to performing the data compressionand silence removal operation, a speech recognition operation isperformed and a listing data base look-up operation is automaticallyinitiated based on the results of the speech recognition operation. Theresults of the look-up operation are then presented to the operator towhich the call is transferred in addition to the compressed silenceremoved speech. The human operator reviews the results and can acceptthem if accurate. Otherwise the operator can initiate a new look-upoperation. Since, in many cases, the result of the look-up operationpresented to the operator will be correct, average operator time forservicing DA calls is reduced.

In one embodiment were DA assistance calls are serviced in a fullyautomated manner, the results of the automated look-up operation arepresented to the caller using a text to speech system. The caller isrequested to indicate whether or not the results are accurate or toselect one of multiple returned entries. If the caller selects areturned result or acknowledges that the listing is correct, theautomated system of the present invention instructs the telephone switchto bill the customer for the DA call and to terminate the callconnection. In this manner a DA call can be completed in an automatedmanner without human operator involvement. If, after being presentedwith the listing information, the caller remains on the line and failsto acknowledge the accuracy of the results or select one of the returnedlistings, the call is transferred to a human operator who is providedwith the recorded compressed silence removed speech and listing results.

Another feature of the present invention is directed to providing amessage forwarding service to directory assistance customers requestinga non-published telephone number. In accordance with the presentinvention, directory assistance calls requesting non-published numberinformation are transferred to an automated apparatus of the presentinvention if they are not already being serviced by such an apparatus. Adirectory assistance non-published number DANP application executed onthe automated apparatus of the present invention then performs adatabase look-up operation to obtain information on the non-publishednumber customer the caller is requesting information on. If the non-pubnumber customer subscribes to a message forwarding service, the calleris provided the opportunity to leave a message for the non-pub numbersubscriber which will be forward by the service. In this manner, acaller requesting non-published number information is provided anopportunity to send a message to a non-pub number customer without thatcustomer's telephone number being disclosed. If the non-pub customerdoes not subscribe to a message forwarding service, the DA call isterminated with the caller being played a message indicating that therequested listing corresponds to a non-published number which can not beprovided. The non-published message forwarding service of the presentinvention represents a new billable service which can serve as anadditional revenue source to telephone companies which provide theservice.

While the apparatus of the present invention can be used to processcalls in an automated manner, in various embodiments automated functionnodes of the present invention are implemented in a manner which allowsthem to be used as operator workstations when manned or as automatedcall processing devices when unmanned or as a combination ofmanned/unmanned operator positions. Because the automated function nodesof the present invention can be used as manned or unmanned devices, theycan be utilized to perform billable call processing operations or reducethe amount of human operation time required to perform such operations,when not being used as manned operator workstations. Accordingly, theapparatus of the present invention can be used as an alternative toconventional manned workstations while offering the distinct advantageof being able to perform useful call processing functions even in theabsence of a human operator.

In addition to being suitable for performing pre and post human operatorinteraction call processing operations, the automated apparatus of thepresent invention is well suited for supplementing the call processingperformed by a human operator while the operator is servicing atelephone call. For example, both caller and operator input can bemonitored by the apparatus of the present invention while a call isbeing serviced by a human operator. Operator input can be checked by theapparatus of the present invention for errors, e.g., typing and spellingerrors. Corrections to operator input can be transmitted to the mannedoperator workstation via a LAN. The apparatus of the present inventionmay also suggest workstation input to a telephone operator in responseto operator input or signals received from the caller. Providingsuggested input which can be accepted or rejected by an operator offersthe opportunity to reduce the number of keystrokes which must be enteredby an operator to complete a call transaction.

Because the apparatus of the present invention supports real timemonitoring of human operator input, real time error reports can begenerated and transmitted to a human supervisor working in the sameoffice as the monitored human operator. Real time error reporting oferrors, e.g., within seconds or minutes of when they occur, allowing forprompt human operator supervision and investigation of the error source,whether human or mechanical. This facilitates rapid detection of, e.g.,operator drug and alcohol problems, as well as mechanical sources oferror such as defective workstation keyboards.

Numerous additional features, embodiments, and advantages of the methodsand apparatus of the present invention are set forth in the detaileddescription which follows.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of a known telephone system including an operatorservice center.

FIGS. 2A and 2B are diagrams of telephone systems, including anautomated operator service center (AOSC), implemented in accordance withvarious embodiments of the present invention.

FIG. 3 illustrates an AOSC implemented in accordance with an exemplaryembodiment of the present invention.

FIG. 4 illustrates an automated/manned operator service center (A/MOSC)which can perform both automated and manned operator service functions.

FIG. 5 illustrates an automated function node implemented in accordancewith one embodiment of the present invention.

FIG. 6 illustrates an automated operator workstation routine implementedin accordance with the present invention.

FIG. 7, which comprises the combination of FIGS. 7A-7B, illustrates adirectory assisted non-pub number (DANP) application qualifying routine.

FIG. 8, which comprises the combination of FIGS. 8A-8B, illustrates aDANP application implemented in accordance with one embodiment of thepresent invention.

FIG. 9 illustrates a DA call pre-processing routine used to processcalls prior to servicing by a human operator.

FIG. 10 illustrates an automated reporting and correction of operatorerrors routine of the present invention.

DETAILED DESCRIPTION

As discussed above, the present invention is directed to methods andapparatus for facilitating operator assisted telephone calls, automatingoperator services, providing enhanced telecommunications services, anddetecting, reporting and correcting operator input errors.

U.S. provisional patent application Ser. No. 60/059,081, entitledAutomated Operator Workstation, Features, Architecture and Applications,which is hereby expressly incorporated by reference, describes variousfeatures of the present invention and includes as part of its disclosurea detailed specification describing one particular exemplary embodimentof the system and features of the present invention. While thisprovisional patent is incorporated herein and forms part of the presentdisclosure, it is to be understood that mandatory phrases, such as theterm "must", "is required", etc., are used in the provisional patentapplication to describe what must be done to satisfy the specificationrequirements of the exemplary embodiment described in the provisionalapplication and not something which is necessarily required to implementor practice the inventions described and claimed in the presentapplication. Accordingly, mandatory language such as the term "must"found in the provisional patent application incorporated herein is notto be read into the present application as a limitation on the claimedsubject matter or as specifying something that is mandatory to practicethe inventions described herein. As will be apparent in view of theteachings of the present application, the methods and apparatus of thepresent invention may be implemented in several ways without departingfrom the scope of the inventions described herein.

FIG. 2A illustrates a telephone system 200 implemented in accordancewith one exemplary embodiment of the present invention. Components inthe system 200 which are the same as, or similar to, the components ofthe known system 100 will be identified using the same referencenumerals as used in FIG. 1. For purposes of brevity such components willnot be described again in detail.

The telephone system 200 comprises a plurality of telephones 102, 104coupled to a digital multiplexed switch (DMS) 106. Also coupled to theDMS 106 are a plurality of N enhanced service providers 220, 222, an OSC220, an LSDB site 114, a VFN 112 and an automated operator servicecenter (AOSC) 202.

The OSC 220 includes a channel bank 118, first and second protocoltranslators (PT) 120, 122, a plurality of conventional operatorworkstations 128, 130, 132, 134, 136, 138, a LAN 126 and a set of firstand second routers 124, 227. Note that the OSC 220 is similar to theknown OSC 110 but differs from the known OSC in that it includes asecond router 227 for coupling the LAN 126 to the AOSC via line 210. Asa result of the connection 210, data and information can be communicatedbetween the workstations 128, 130, 132, 134, 136, 138 and the AOSC 202.

Note that the AOSC 202 interfaces with the DMS 106 via a T1 link 204 ina manner that is the same as or similar to the manner in which the OSC220 interfaces with the DMS 106 via T1 link 108. Similarly, the AOSC 202and OSC 220 are coupled to the LSDB site 114 and LSDB 116. In additionto being coupled to the LSDB site 114, the AOSC 202 is coupled to a lineinformation database (LIDB) site 206 which includes a line informationdatabase (LIDB) 208. Both the LSDB and LIDB sites 114, 206 includeprocessors and search engines capable of accessing the databases 116,208 included therein and returning information in response to look-uprequests presented thereto. While the LSDB site includes directorylisting information for both published and non-published telephonecustomers, it lacks the detailed telephone customer records and servicesubscription information maintained in the LIDB 208. Of interest, inparticular exemplary applications, is enhanced service subscriptioninformation and enhanced service provider (ESP) information stored inthe LIDB.

FIG. 2B illustrates another telephone system 201 implemented inaccordance with another embodiment of the present invention. Thetelephone system 201 is similar to the telephone system 200. However, inthe telephone system 201 a T1 link 229 is used, in addition to theconnection 210, to couple the AOSC 202 to the an operator servicecenter, i.e., the OSC 230. Note that the OSC 230 is similar to the OSC220 but includes a second channel bank 231 which is coupled to the T1link 229. The T1 link 229 can be used for providing audio channelsbetween the AOSC 202 and the OSC 230 without the need to go through theDMS 106. The second channel bank 231 divides the 24 channels of the T1link into individual audio channels. One audio channel from the secondchannel bank 231 is superimposed on each one of the audio channels fromthe first channel bank 118 providing an audio path to the individualoperator workstations 134, 136, 138 over which audio from the AOSC canbe played to a human operator manning the workstation. In this manneraudio recorded or generated by the AOSC can be presented to an humanoperator, e.g., servicing a transferred call which has undergone callpre-processing. When transferring audio to the operator, the audiochannel to the customer can be muted. While no connections from thesecond channel bank 231 to workstations 128, 130, 132 are shown, it isto be understood that connections to these workstations may be made inthe same manner as the audio connections to workstations 134, 136, 138.

Note that inside the DMS 106 call queues 257 and 259 are illustrated.These queues are used for holding calls to be processed by differentapplications. For example, in one embodiment of the present inventionone queue 257 is used to hold DA calls while another queue 259 is usedto hold calls destined for processing by a DANP application of thepresent invention. While not shown in some other illustrations of theDMS 106, it is to be understood that the DMS 106 includes queues in theother illustrated embodiments as well.

FIG. 3 illustrates an AOSC 202' implemented in accordance with thepresent invention. The AOSC 202' comprises a digital cross connectionswitch (DCS) 302, channel bank 310, first through fourth T1 links 303,305, 327, 229, first and second protocol translators (PT) 320, 322, aplurality of automated function nodes 324, 326, an application switch304, an administrator console 306, a speech platform 330, and first,second and third routers 334, 336, 337.

The DCS 302 is coupled to the DMS 106 via the T1 link 204. The DCSserves to split the 24 channels of the incoming T1 link 204 so thatchannels used for data can be supplied to the channel bank 310 via thefirst T1 link 303 while audio channels are supplied to applicationswitch 304. Data channels may, if desired, also be supplied to theapplication switch 304 via the second T1 link 305. In one embodiment,the application switch 304 is a programmable telephone switch of thetype commercially available from Summa Four Corporation.

The application switch 304 is used primarily for routing of audioinformation and for interfacing with the speech platform 327 via thethird T1 link 327. The application switch provides audio connectivitybetween the DMS 106 and speech platform 330 so that prompts and otheraudio information generated by the speech platform 330 can be relayed tothe caller and so that speech input can be received by the speechplatform from the caller. The fourth T1 link 229 is provided forcoupling the application switch 304 to a manned operator workstation,e.g., via a channel bank. Thus, the fourth T1 link 229 provides a meansof sending audio information, e.g., recorded compressed silenced removedspeech, to a human operator to which a call is transferred.

In addition to being coupled to the speech platform 330, the applicationswitch is coupled to the administrator console 306 and the LAN 328. Theadministrator console 306 is used for monitoring the application switch304 and for configuring the switch. The connection between the switch304 and LAN 328 allows data and instructions to be exchanged between theswitch 304 and devices coupled to the LAN, e.g., the automated functionnodes 324, 326.

The speech platform 330 is responsible for performing speech recognitionoperations, speech generation, e.g., announcement operations, and forrecording, processing and outputting received speech. The speechplatform can receive instructions, from and exchange data with, the AFNs324, 326 as well as manned operator workstations via the LAN 328.

The speech platform 330 is illustrated in detail in FIG. 4. Asillustrated the speech platform 330 includes an I/O interface 351 forinterfacing the speech platform with the LAN 328 and application switch304. In addition, the speech platform 330 includes a CPU 352 forexecuting instructions and for controlling speech platform operation, aspeech recognizer circuit 353, a text to speech device 354 forgenerating announcements and other speech output, a memory 356 forstoring routines and received speech, and a data base 357 including dataused for speech recognition operations and for storing recorded speech.

Referring once again to FIG. 3, it can be seen that the LAN 328 servesto couple the main components of the AOSC together. In particular, theLAN 328 serves to connect together the application switch 304, speechplatform 330, protocol translators 320, 322, automated function nodes324, 326 and first through third routers 334, 336, 337.

The first router 334 serves to connect the LAN 328 to the LAN 126 of themanned OSC. The second router 336 serves to connect the LAN 328 to theLSDB 116 while the third router 337 connects the LAN 328 to the LIDB208. Thus, via the LAN 328 and routers connected thereto, the automatedfunction nodes 324, 326 can communicated with the operator workstationsat the manned OSC and obtain information from the LSDB and LIDB.

In the AOSC 202', the channel bank 310 serves to divide the individualdata channels of the T1 link 303 and to couple each data channel to adifferent one of the protocol translators 320, 322. Each protocoltranslator 320, 322 converts between the X.25 protocol used on the T1channel and the Ethernet protocol used on the LAN 328. For redundancy atleast two protocol converters 320, 322 are used. In the exemplaryembodiment, the first protocol translator 320 handles the data trafficassociated with even function nodes while the second protocol translator322 handles the data traffic associated with odd numbered functionnodes.

Each of the automated function nodes 324, 326 works in conjunction withthe speech platform 330 to perform the functions normally performed by amanned operator position. Accordingly, the AFNs are responsible forgenerating the control signals normally generated by a manned operatorworkstation and transmitted to the DMS 106. Each function node 324, 326may be assigned multiple operator position identifier which are used tologin with the switch 106 when performing operator functions. Note thatno audio input is provided to the AFNs 324, 326 since, in this unmannedembodiment, the speech processing is performed by the speech platform330, e.g., under the control of the AFNs 324, 326.

Referring now to FIG. 4, an automated/manned OSC embodiment of thepresent invention is illustrated. Note that many of the components ofthe automated/manned OSC 402 are the same as, or similar to, those ofthe automated OSC 202'. However, in order to allow an AFN 424, 426 toserve as one or more manned operator positions when not being used as apurely automated device, audio channels 405, 406 are supplied to eachAFN 424, 426. Each line entering the top of the AFNs 424, 426 representsa separate audio cannel which may be used to service one operatorposition.

As discussed above, the DCS 302, routes the audio channels which connectthe OSC to the DMS 106, to the application switch 304. In the FIG. 4embodiment, the application switch 304 routes the audio channelassociated with each operator position to the speech platform 330 whenthe position is being used as an automated position, and routes theaudio channel via T1 link 402 to the channel bank 403 when the audiochannel is being used to support a manned operator position. Theswitching of audio channels between the AFNs 424, 426 and the SP 330 isperformed by the application switch under control of the AFNs 424, 426.Generally, when a human operator logs in or inserts a headset into anAFN operator position, the AFN will instructs the application switch todirect the audio channel to the AFN operator position. When an operatorlogs out or indicates an absence from an AFN operator position by, e.g.,removing his/her headset plug from the AFN operator position, the AFNdetects the operator's departure and instructs the application switch tore-direct the audio channel servicing the operator position back to theSP 330.

In cases where an AFN supports multiple operator positions, at any giventime, some operator positions may be manned while others are unmannedand operating as automated operator positions.

In addition to the AFNs 424, 426, the automated/manned operator servicecenter may include one or more conventional (manned) operatorworkstations 437 which each provide a single operator position. In sucha case, the audio channel needed to support the OWS 437 is provided viathe second channel bank 403 while the data connection is provided viaLAN 328.

An exemplary AFN 424 will now be described in detail with reference toFIG. 5. As illustrated, the AFN 424 includes a plurality of I/O devices502, an audio interface 514, CPUs 516, 517, an I/O interface 518, andmemory 520.

The I/O devices 502 allow for direct human operator interaction with theAFN 424 when supported operator positions are to be used in a mannedcapacity. For each operator position 504, 512 a set of input/outputdevices is provided. The devices include a speaker/headset 506 whichwill normally include a microphone for receiving operator voice inputand a speaker for audio output, a display device 508 for displayinginformation to the operator and a keyboard/mouse 510 for acceptingoperator data input. When an operator position is being used as anadministrator position from which other operator's actions are beingmonitored, the same I/O devices used for servicing a call are used bythe human system administrator, e.g., to review and make corrections tooperator input as well as to perform other operator management functionssuch as restrict the type of calls a particular operator position isallowed to service.

The audio interface 514 is responsible for coupling the audio channelused to service each operator position to the audio I/O device of thecorresponding operator position. In addition, the audio interface isresponsible for signaling the CPU 516 when a headset is manuallyinserted and present in an interface jack associated with a supportedoperator position. In this manner the CPU 516 is made aware of when anoperator position is being used in a manned as opposed to an unmannedcapacity.

The I/O interface 518 is used for interfacing between AFN video and dataI/O devices 508, 510, the LAN 328 and the various components of the AFN424 including the CPU 516. Via the I/O interface 518, data may bepresented to an operator working at any one of the supported operatorpositions and exchanged over the LAN 328 with other operatorworkstations located, e.g., at other OSCs coupled to the LAN 328 via arouter.

The CPUs 516 and 517 are responsible for controlling the AFN. Byexecuting the applications and routines stored in the memory 520 theyprocess operator input, input from the speech platform, and generatecontrol signals required to control the DMS 106 in a manner thatsimulates the processing of a call by a human operator.

While two CPUs are shown, any number of CPUs may be employed. Theoperating system used by the AFN 424 will normally be responsible forcontrolling the distribution of processes between CPUs in amultiprocessor environment.

In a multiprocessor embodiment, applications and routines stored inmemory 520 may be executed in true parallel. In the case of a singleprocessor embodiment, the applications and routines may be executed in atime shared fashion which will appear as a simultaneous execution ofmultiple applications and routines to a system user. In such a case,multiple applications and routines may be active at the same timedespite the fact that they are executed on a single CPU. Since paralleland time shared use of processors to run multiple applications is wellknown in the computer art, it will not be described in greater detailherein. In as much as the process and routines of the present inventioncan be executed on a single CPU 516, for purposes of explanation it willbe assumed that the CPU 516 is responsible for executing the routinesand applications stored in memory 520.

The memory 520 is used to store the application and routines executed bythe CPU 516 as well as to store data used by the AFN 424. Asillustrated, the memory includes an automated DA routine 521, a DANProutine 522, an automated correction and reporting of operator errorsroutine 524, a store and forward routine 525, a plurality of automatedoperator workstation routines 526, 528, an administrator workstationroutine 530, a system monitor routine 532, and a plurality of peripheralserver routines 540. The peripheral server routines are used for passingdata and instructions between AFN components including applications androutines, and the external devices to which the AFN is coupled. Eachperipheral server routine manages a particular device and supports aninterface between the device, the system monitoring routine and variousapplication routines that are executed on the AFN 424. Generally aperipheral server is responsible for resource management, e.g.,obtaining access to a shared resource, generating alarm messages whichare provided to the system monitoring routine in the event of errors,and for interfacing with the application attempting to use theperipheral device with which the peripheral server is associated.

Since the servers are dedicated to obtaining access to a particularresource, converting between instruction and signaling formats used bythat resource and an AFN application, server operation is often specificto the particular hardware resource with which the server is associated.Accordingly, there is normally one server routine for each peripheraldevice with which the AFN interfaces. As illustrated, in the exemplaryembodiment the AFN server routines include a DMS peripheral serverroutine 542, an application switch peripheral server routine 544, anLSDB peripheral server routine 546, an LIDB peripheral server routine548 and a speech platform peripheral server routine 550. Since many ofthe peripheral server routines are the same as or similar to those usedin conventional operator workstations to interface with such peripheraldevices, for purposes of brevity, the peripheral server routines 540will not be described herein in detail.

Each of the AOWS applications 526, 528 receive the data portion ofselected classes of incoming calls from particular queues in the DMS 106and passes that data to one or more AFN application routines 521, 522,524, etc. for servicing.

The administrator workstation routine 530 is a centralized point forcollection of statistics and alarms generated by applications running onone or more AFNs 424, 425. The administrative workstation routine pollsrunning applications and peripheral serves for statistics, processes theresponses and routes the gathered statistical information to astatistics collection machine, e.g., one of the AFNs assigned the taskof serving OSC administrative functions, on a periodic basis. On themachine assigned to serve as the statistics collection machine, theadministrator workstation routine processes the collected informationand organizes it into reports which can be reviewed by a human orautomated OSC administrator.

The DMS peripheral server routine (DMSPS) 542 configures the linksbetween the DMS 106 and the AOWs applications 526, 528. Accordingly, theDMSPS 542 is responsible for transmitting login/logout signals to theDMS 106 for each active AOWs at the time each AOWs routine beginsoperation. Accordingly, when AOWs operation begins, the DMSPS 542transmits a login request to the DMS 106. In addition to a signalindicating that an operator is requesting to login, the login requestincludes an operator position identifier and an operator identifier. Theoperator position identifier uniquely identifies the AOWs operatorposition to the DMS 106 while the operator identifier is a unique valueassociated with an individual operator. In the case of the AOWs, theoperator is an automated operator. Because the automated system of thepresent invention logs in and interfaces with the DMS 106 in the samemanner as a human operator, the DMS 106 need not know that it is dealingwith an automated, as opposed to human, operator. The DMSPS 542 is alsoresponsible for logging out with the DMS 106 when an AOWs routine isterminated, e.g., due to an AFN shutdown for servicing or because anAOWs operator position is being switched to a manned operator position.The DMSPS 542 operates in conjunction with the application switchperipheral server 544 to insure that as a result of the operator loginprocess, the audio channel is directed to the proper location. That is,when a human operator logs in with the DMS 106, the application switch304 is directed to send the audio associated with the operator positionto the manned operator position while in the case of a automatedposition login, the audio associated with the operator position isdirected by the application switch 304 to the speech platform 330.

In addition to being responsible for AOWs logins with the DMS 106, theDMSPS 542 is responsible for responding to DMS 106 queries aboutoperator position status.

The system monitor routine 532 is a background process that monitorscomponents, both hardware and software, of the AFN 424. The systemmonitor generates alarms which are transmitted to the administratorworkstation routine 530 when errors are detected.

Each AOWS routine 526, 528 is responsible for serving as a singleautomated operator position. Accordingly, a different operator positionidentifier and operator identifier is associated with each AOWS 526,528. The AOWS routines 526, 528 interface with the various peripheraldevices, e.g., the DMS 106 and SP 330, via the peripheral serverroutines 540. In addition, the AOWS routines 526, 528 are responsiblefor calling the particular service application (routine) or applicationswhich are responsible for actually servicing a received call and forgenerating status signals provided to the system monitor routine 532.

FIG. 6 illustrates an AOWS routine 526 implemented in accordance withone exemplary embodiment of the present invention. The routine 600beings with the start step 602 wherein the routine begins being executedby the CPU 516. In step 604, the AOWS routine initiates a switch loginprocedure. This involves interfacing with the switch 106 via the DMSPS542 and providing the DMS 106 a login request, an operator positionidentifier and an operator identifier associated with the AOWS routine.As discussed above, each AOWS routine 526, 528 is assigned a uniqueoperator position and operator Id. As a result of the login operationthe DMS 106 sends an acknowledgement signal to the AOWS 526 and the AOWSis ready to begin servicing calls or performing other automated servicefunctions. From step 604 operation proceeds to steps 606 and step 608.

Step 606 involves the periodic transmission of AOWS status signals tothe system monitor, e.g., to indicate that the application isfunctioning properly. The periodic generation and transmission of AOWSstatus signals continues until the AOWS routine is terminated in step620.

In step 608 a determination is made as to whether or not the AOWS hasbeen designated to perform automated correction and reporting ofoperator errors. Such a designation may be made, e.g., by a humansupervisor working at the OSC 220 via LAN 328. In such a case, the humansupervisor would normally make a request for AOWS monitoring of one ormore human operator positions which the human supervisor identifies viaoperator position and operator ID information transmitted over the LAN328. If, in step 608, it is determined that the AOWS routine 526 hasdesignated to perform automated correction and reporting of operatorerrors, operation proceeds to step 609 wherein the automated correctionand reporting of operator errors routine 524 is called and executed.Upon returning from step 609, operation proceeds to step 616.

If in step 608, it is determined that the AOWS routine 526 has not beenassigned the task of correcting and reporting operator errors, operationproceeds to step 610. In step 610 the AOWS routine monitors for thereceipt of a call from a queue in the DMS 106 or a log-out command.Calls are normally transferred from queues in the DMS 106 to AOWSroutines via the DMSPS routine 542. Passed to the AOWS is ANI (Automaticnumber identification information), a call identifier used to uniquelyidentify the call to the DMS 106, call type information and informationon the application queue in the DMS 106 from which the call wastransferred. The call identifier is subsequently supplied by the AOWS orother automated applications to the DMS 106 when the applicationrequests that the call be transferred to another manned or unmannedworkstation. It is also associated with and transmitted over the LANwith data collected by servicing the call when the call is transferredto another workstation for additional processing. A log-out command maybe received from a human supervisor working at a workstation coupled tothe LAN 328, or from the system monitor routine 532 in response to,e.g., the detection or multiple errors or an action by a human operatorattempting to login and use the operator position as a manned position.

In step 612 if it is determined that the received call is from the DANPcall queue in the DMS 106, operation proceeds to step 611 wherein a callis made to the DANP routine 522 for servicing of the received call. Fromstep 611 operation proceeds to step 616.

If in step 612 it is determined that the call did not come from the DMSDANP call queue, operation proceeds to step 614. In step 614, adetermination is made as to whether the call came from the DA callqueue. If it did, operation proceeds to step 615 wherein a call is madeto the automated DA call processing routine 521.

If in step 614 it is determined that a call was not received from theDMS DA call queue operation proceeds to step 616. In step 616 adetermination is made as to whether or not a log-out command wasreceived. If no log-out command was received operation proceeds onceagain to step 608. However, if a log-out command is detected in step 616operation proceeds to step 618 wherein the AOWS 600 initiates a log-outprocedure. In step 618, via the DMSPS, the AOWS 600 transmits itsoperator position ID, operator position number and a log-out command tothe DMS 106. Upon receiving an acknowledgement of the log-out messagefrom the DMS operation of the AOWS routine 526 ceases until it isrestarted.

An exemplary automated DA service routine 521 will now be described withreference to FIG. 7 which comprises the combination of FIGS. 7A and 7B.

As illustrated in FIG. 7 the automated DA service (ADAS) routine 521begins in step 702 wherein the routine begins being executed by the CPU516. Operation proceeds to step 704 wherein an instruction istransmitted form the AFN 424 to the SP 330 to play a prompt requestingdesired city and listing (name) information. In step 706, the ADASroutine 521, running on the AFN, instructs the speech platform 330 toperform compression and silence removal on any speech obtained inresponse to the prompt and to perform speech recognition on theresponse. Speech compression involves the removal of portions of wordsor letters while silence removal involves the removal of silence fromreceived speech thereby reducing the duration of the speech.

In step 708, the speech recognizer of the SP 330 is used to detect aresponse from the caller. Once detected the response is processedaccording to the received instructions.

In step 710 the compressed silence removed speech generated byprocessing the caller's response is recorded along with the call ID usedto uniquely identify the call. Thus, the call ID can be used tosubsequently identify the recording for retrieval or deletion purposes.

In step 714, the results of the speech recognition operation performedon the received response is used to perform an LSD look-up operation. Inparticular, the ADAS routine 521 initiates an LSDB look-up operation todetermine the requested listing information by transmitting a listinginformation request to the LSDB. The request includes, e.g., the cityand name information, the operator position ID and operator ID to beused in returning the requested information to the appropriate operatorposition.

Upon receiving the results of the LSDB look-up operation, the ADASroutine, in step 716, instructions the text to speech device in the SP330 to announce to the caller the returned listing information, e.g.,name and address information, without providing the associated telephonenumbers. Then, in step 718, the user is requested to select one of thereturned listings or hold for operator assistance. Selection of alisting may be made by pressing a DTMF key or by speech input, e.g.,saying "listing one please". In step 720, the speech platform 330 whichmay include a DTMF detector in addition to a speech recognizer 353,determines whether a DTMF or verbal response has been received andprovides the response information to the ADAS routine 702.

If in step 720, a response is detected, operation proceeds to step 722.In step 722 a determination is made as to whether or not the selectedlisting corresponds to a non-pub number. If the selected listingcorresponds to a non-pub number, operation proceeds via step 724 to theDANP qualifying routine 800.

However, if the selected listing corresponds to a published numberoperation proceeds from step 722 to step 726. In step 726, the caller isprovided the telephone number for the selected listing via the TTSdevice included in the speech platform 330. With the caller having beenprovided the desired telephone number information, in step 728 the AFNsends a signal to the DMS 106 to bill the DA call and to terminate thecall connection if it has not yet been terminated due to the callerdisconnecting. Operation then proceeds from step 728 to step 738.

In step 720 if a DTMF or verbal response selecting one of the listingswas not received, operation proceeds to step 730 wherein an instructionis sent to the DMS 106 to transfer the call to a manned operatorworkstation for human DA operator assistance. A separate pre-operatorprocessed call queue may be maintained in the DMS 106 for DA callsintended for a manned OWS which have already been processed by the AOSC.The transfer instruction to the DMS includes the call identifier, theoperator position identifier and the operator identifier of the operatorposition transferring the call.

Once the call is transferred and accepted by a manned OWS, the mannedoperator workstation recognizes from the fact that the call is receivedfrom a pre-operator processed call queue that data and/or audioassociate with the call can be obtained from the AOSC 202 or 202'. Vialine 210, the manned operator workstation receiving the call transmits arequest for audio and data, from the AOSC, associated with thetransferred call. The request includes the unique call identifierassigned to the call and the operator position and operator IDassociated with the OWS which received the transferred call. Step 732represents the receipt by the AOWS of the request for audio and dataassociated with the transferred call. In step 734, the SP 330 isinstructed by the ADAS routine to playback the compressed silenceremoved recording to the human operator to which the call wastransferred. This is done by outputting the recorded audio via thechannel of the T1 link 229 corresponding to the OWS to which the callwas transferred. In addition to receiving the recorded audioinformation, the manned OWS also receives the listing information, i.e.,data, which was automatically retrieved by the AOSC 424 from the LSDB.Providing this data may eliminate the need for the operator to do a LSDBlook-up operation.

Once the recorded audio is output, the recorded message is erased andthe connection with the manned operator workstation is dropped in step736. The automated DA call processing routine 521 is then stopped instep 738 until being called again by an AOWS routine 526, 528.

In the above described manner, the AOSC of the present invention canhandle many DA calls in a fully automated manner without the need for ahuman operator's involvement and can reduce the amount of time requiredfor a human operator to service a DA call even when a human operator'sinvolvement is not totally avoided.

An exemplary DANP application qualifying routine 800 will now bediscussed with reference to FIG. 8. It is the responsibility of the DANPapplication qualifying routine 800 to determine if a DA call requestingnon-pub number information is suitable for servicing by the automatedDANP application. The DANP application provides a caller the opportunityto leave a message to be forwarded to the non-pub subscriber assumingthe non-pub customer subscribes to a message forwarding service offeredby one or more extended service providers. A call is consideredserviceable by the DANP application if an extended service provider isavailable for forwarding the message, ANI information is available forthe calling party so the caller can be independently identified, and thecaller is not making the call from a coin operated phone making itdifficult or impossible to identify the caller.

As illustrated, the DANP application qualifying routine begins in step802 and proceeds from there to step 804. In step 804, a determination ismade as to whether or not the selected listing is a singular listing. Ifit is, operation proceeds to step 808 wherein a determination is made,e.g., by performing a LIDB look-up operation, as to whether an extendedservice provider (ESP) designator is available for the selected listing.In the LIDB, a ESP identifier is provided for each non-pub numbersubscriber who subscribers to a message forwarding service. It indicateswhich one of a plurality of possible ESPs, if any, should be used forforwarding messages to the non-pub number subscriber.

If an ESP designator is obtained from the LIDB in response to a LIDBlook-up operation, operation proceeds to step 810 wherein a check ismade to determine if ANI information is available for the calling party.If ANI information is available, operation proceeds to step 812 where adetermination is made as to whether or not the DA call is being madefrom a non-coin phone. If the call is from a non-coin phone, it isdetermined that the call qualifies for DANP service a signal is sent tothe DMS 106 to transfer the call to an operator position which supportsthe DANP application. As a result of the transfer request, in step 814,the call is queued at the DMS 106 pending its transfer. In step 816, thecall is transferred to an available workstation supporting the DANPapplication and then in step 818 the DANP application qualifying routineis stopped pending its re-execution.

If the answers to any of the checks made in steps 804, 808, 810, 812 isNO, operation proceeds from these steps to step 820, wherein the speechplatform is instructed to play an audio announcement to the callerindicating that the directory assisted call can not be placed to therequested listing because the listing is a non-published listing.Operation proceeds from step 820 to step 822 wherein the DMS 106 isinstructed to terminate the call. From step 822 operation proceeds tostep 818 where, as discussed above, the DANP application qualifyingroutine is stopped.

FIG. 9, which comprises the combination of FIGS. 9A and 9B illustratesan exemplary DANP application 522. The DANP application begins in step902, e.g., when called by an AOWS routine 526, 528. In step 904, theDANP application receives a DA call to be processed from the DMS 106.The received call includes such information as the call type, a callidentifier, and a queue Id indicating which DMS queue it was receivedfrom. Operation proceeds from step 904 to step 906 wherein the DANPapplication arbitrates, e.g., via peripheral server, for one of thespeech platforms speech channels. In step 908 a determination is made asto whether or not a speech channel is available for use by the DANAPapplication. If no speech channel is available operation proceeds tostep 909 wherein an error is reported to the system monitor applicationand error recovery is performed.

If in step 908, it is determined that a speech channel is available, thecaller is connected to the speech channel (recognizer and TTS) of the SP330 in response to an instruction from the AFN. Next, in step 912, adetermination is made as to whether or not the call is eligible fornon-pub number message forwarding. This involves performing a LIDBlook-up operation to accesses the message forwarding and ESP informationassociated with the selected listing entry or obtaining this informationfrom data that was transmitted to the DANP application 522 when the callwas transferred. If the required message forwarding, e.g., ESP providerinformation, can be accessed and the ESP provider can be contacted,operation proceeds to step 916. However, if in step 912 it is determinedthat the call is not eligible for non-pub message forwarding, operationproceeds from step 912 to step 914 wherein a message is played by the SPto the caller indicating that the selected listing is a non-pub numberwhich can not be provided to the caller. Operation then proceeds fromstep 914 to step 936.

The path which begins with step 916 is responsible for offering thecaller the opportunity to leave a message for the non-pub numbersubscriber who's listing was selected.

In step 916 automatic speech recognition and DTMF detection by the SP330 is enable by the DANP application 522. Then, in step 918, the ESP220 or 222 identified from the LIDB look-up operation, is assigned toservice the call. Next, in step 920, a non-pub number message forwardingannouncement, e.g., the message: "The listing you requested is anon-published message. If you would like to leave a message for theparty you are trying to reach say YES or press one now." is played.

Once the message is played to the calling party, the system, and the SP330 in particular, monitors for a response from the caller. In step 924a determination is made as to whether, in a preselected time period,e.g., 20 seconds, a response was detected. If in step 924 no response isdetected, operation proceeds to step 928.

If in step 924 a response is detected, operation proceeds to step 926.In step 926 a determination is made as to whether or not the detectedresponse was valid. If the detected response was not a valid responseoperation proceeds to step 928.

In step 928 a determination is made as to whether a preselected maximumnumber, e.g., 2, of retries has been reached. If the number of allowableresponse retries has not been reached, operation proceeds to step 932wherein an announcement requesting re-entry of the response is played tothe caller. From step 932 operation proceeds once again to step 922.

However, if in step 928 it is determined that the maximum number ofallowable number of retries has been reached, operation proceeds to step930. In step 930 and error message is played to the caller and thenoperation proceeds to step 936.

If a valid response is detected in step 926 operation proceeds to step934 wherein a determination is made as to whether the caller has agreedto leave a message. If in step 934 it is determined that the caller hasindicated that he/she does not intend to leave a message operationproceeds to step 936 wherein the DMS 106 is instructed to terminate thecall connection. Operation proceeds from step 936 to step 940.

If however, in step 934 it is determined that the caller has agreed toleave a message operation proceeds from step 934 to step 938. In step938 the DANP application running on the AFN instructs the DMS 106 totransfer the call to the ESP provider identified from the LIDB lookupoperation for call completion. As part of the call transfer, the ESPprovider is sent the unpublished telephone number corresponding to thelisting selected by the caller. The ESP provider, with whom the non-pubsubscriber has contracted for message forwarding service, uses thisnumber to identify the non-pub customer to whom the message being leftby the transferred DA caller is to be sent. While the operation in step938 is described as a call transfer, in one embodiment it is actuallyimplemented using a call completion instruction where the DMS isinstructed to call the ESP and complete the DA call to the ESP.

With the call transferred, operation proceeds from step 938 to step 940wherein the resources reserved by the DANP application, e.g., the SP 330resources, are released. From step 940 operation proceeds to step 942wherein the DANP application is stopped pending its being called onceagain.

Once the call is transferred to the ESP 220 or 222, the ESP willnormally record a message from the caller. The ESP may then call thenon-pub subscriber and forward the message, or simply store the messageuntil the non-pub subscriber calls in to check for messages.Alternatively, the subscriber can instruct the ESP to actively forwardcalls during a portion of the day but merely to store messages duringother portions of the day. Because the non-pub subscriber can select oneof a plurality of message forwarding services to be used, competitioncan exist between ESPs 220, 222 on both the service features offered andon price.

While the transfer of a call to the DANP application was described inthe context of a transfer from an automated operator position, it is tobe understood that it is contemplated that manned operator positions,e.g., OSW 128, 130, 132, will also transfer non-pub number calls toautomated operator positions for servicing by the automated DANPapplication. In such a case, call processing by the DANP applicationrepresents a post-operator call processing operation.

Referring now to FIG. 10, an exemplary automated reporting andcorrection of operator errors routine 524 is illustrated. The routine524 begins in step 1002 with the routine being executed by the CPU 516in response to a call, e.g., from an AOWS routine.

From step 1002 operation proceeds to step 1004 wherein operator positioninformation, identifying the position to be monitored, is obtained frominformation provided to the AOWS which called routine 524 or from a setof stored operation position information maintained in the memory 520.The obtained operator position information includes the ID of theoperator position to be monitored. It may also include an operator IDand information on which A/MOSC 202' or OSC 220 the position is locatedat.

Once the information identifying the operator position to be monitoredis obtained, operation proceeds to step 1006, wherein the DMS 106 issent a message indicating that the identified operator position is to bemonitored. The message to the DMS 106 includes the operator position IDof the position to be monitored and the operation position ID of theAOWS 526, 528 which is to perform the monitoring via execution of theroutine 524.

In step 1008, operator position status information is received from theDMS 106 in response to the monitoring instruction. The statusinformation indicates, e.g., whether the operator position is currentlybeing manned. If manned, the status information also provides theoperator ID associated with the human operator manning the operatorposition at the time the monitoring is to be performed.

Based on the operator position status information obtained from the DMS106, a determination is made in step 1010 as to whether or not theposition to be monitored is in use, e.g., manned. If the operatorposition is not in use, operation proceeds to step 1004 and anotheroperator position is selected for monitoring. However, if in step 1010it is determined that the operator position to be monitored is manned,operation proceeds to step 1012.

In step 1012, the DMS is instructed by the routine 524 to conference inthe AOWS on calls to the monitored operator position. In this manner,the SP 330 can be used to monitor the audio portion of operator assistedcalls serviced by the monitored operator position and the AFN canreceive data and instructions transmitted form the DMS 106 to themonitored operator position. Next, in step 1014, a LAN connection isestablished, e.g., using a router, between the monitored operatorworkstation, identified by the ID of the operator position to bemonitored, and the AOWS performing the monitoring. In addition, themonitored operator workstation is instructed in step 1014 to communicate(mirror) data input by the human operator, e.g., keystrokes and mouseinput, to the AOWS performing the monitoring.

With data and audio connections established to the workstation (operatorposition) to be monitored, in step 1016, the supervisor workstationdoing the monitoring checks for operator input errors and opportunitiesto make data input suggestions to the human operator being monitored.For example, the supervisor AOWS may check for spelling errors or aseries of keystrokes which are likely to be the partial input of acommon name or frequently input phrase.

In step 1018, the workstation performing the monitoring makes, over thedata connection established with the monitored workstation, inputcorrections, e.g., of spelling errors, and provides input suggestions,e.g., the complete entry of a name or word which the operator can acceptor overtype on the display screen.

In addition to making operator input corrections and suggestions, instep 1018, the routine 524 creates real time error reports which aretransmitted, e.g., via LAN 328 and the routers connected thereto to ahuman supervisor via a supervisor workstation located at the same OSC asthe operator position being monitored. Such real time error reportingallows a human supervisor to investigate the source of repeated errorswithin minutes of the detection of such errors. This facilitates therapid detection of human operators whose work is suffering due tosubstance abuse problems or emotional disorders. It also allows for therapid detection of mechanical problems such as faulty keyboards whichmay result in repeated input errors.

From step 1020 operation proceeds to step 1022 wherein a determinationis made as to whether or not the DMS has indicated that the supervisedworkstation is no longer in use or a command to stop monitoring themonitored operator position has been received. If no command to stopmonitoring has been received and the operator workstation remainsmanned, operation proceeds once again to step 1016 where and themonitoring operation is continued.

However, if in step 1022 a command to stop monitoring is detected or theoperator position ceases being manned, operation will proceed to step1023 wherein the routine 524 is stopped.

While the monitoring and correcting of operator errors has beendescribed in the context of an AOWS monitoring a single manned operatorworkstation, multiple operator positions at different operatorworkstations may be monitored at the same time by a single AOWS.

Numerous features and applications which can be implemented by the AOWCof the present invention have been described. Numerous additionalapplications are also possible. For example, AOWS routines can be usedto provide callers restaurant information or directional informationobtained from a database or other information provider coupled to theLAN 328.

In one embodiment, a caller's location is determined using ANI callinformation provided by the DMS 106 to the AOWS via a LIDB look-upoperation. Once the caller's location is determined, a restaurantdatabase look-up operation is performed. Restaurants near the caller'slocation are then suggested via the text to speech device included inthe SP 330. Thus, restaurant information can be provided in an automatedmanner without the need for human operator involvement.

In another embodiment, directional information is provided to a caller.Once again the AOWS determines the caller's location using ANIinformation provided by the DMS 106. The caller is requested to enter atelephone number corresponding to the destination the caller is tryingto reach. A first database look-up operation is performed to identifythe address corresponding to the provided telephone number. A seconddatabase look-up operation of directional information, e.g., maps, isthen performed to determine a route from the caller's location to thedestination. The directions are then provided to the caller via the textto speech system of the SP 330 and/or are faxed to a fax number input bythe caller.

Numerous other automated information provision services are alsopossible using the methods and apparatus of the present invention.

What is claimed is:
 1. A monitoring method, comprising the stepsof:providing a monitoring computer system; providing a first mannedoperator workstation coupled to the monitoring computer system by a datalink; operating the first manned operator workstation to transmitoperator input to the monitoring computer system; and operating themonitoring computer system to check the operator input for errors; andtransmitting from the monitoring computer system to the first mannedoperator workstation operator error correction information.
 2. Themethod of claim 1, further comprising the steps of:operating themonitoring computer system to generate a report of errors detected inthe operator input.
 3. The method of claim 2, further comprising thestep of:transmitting the generated error report to a second mannedoperator workstation.
 4. The method of claim 3, wherein the monitoringcomputer system is an unmanned automated workstation, the transmissionof the error report being performed within 30 minutes of the detectionof at least some operator input errors included in the report, andwherein the second manned operator workstation is located in the sameroom as the first manned operator workstation.
 5. The method of claim 1,further comprising the step of:supplying the first manned workstationand the monitoring computer system audio signals from a telephoneswitch, thereby allowing the monitoring workstation and the first mannedworkstation to receive audio signals; and operating the monitoringcomputer system to perform a speech recognition operation on at leastsome of the audio signals received from the telephone switch.
 6. Themethod of claim 5, further comprising the step of:operating themonitoring computer system to transmit data input suggestions to thefirst manned workstation.
 7. The method of claim 3, further comprisingthe step of:operating the monitoring computer system to transmit datainput suggestions to the first manned workstation.
 8. The method ofclaim 6, wherein the monitoring computer system and the first mannedworkstation are both coupled to the same telephone switch, the methodfurther comprising the step of:operating the monitoring workstation torequest operator position status information from the telephone switchin regard to the first manned operator workstation.
 9. The method ofclaim 8, further comprising the step of:operating the monitoringcomputer system to instruct the telephone switch to transmit datatransmitted to the first manned workstation to the monitoringworkstation.
 10. A telephone system, comprising:a first operatorworkstation for receiving input from a human telephone operator; anautomated apparatus for monitoring operator input to the first operatorworkstation including means for detecting operator input errors; and adata link for coupling the first operator workstation to the automatedapparatus.
 11. The system of claim 10, further comprising:a telephoneswitch for passing data and audio signals coupled to the first operatorworkstation and to the automated apparatus, the telephone switchproviding at least some of the same data signals to the first operatorworkstation and to the automated apparatus.
 12. The system of claim 11,wherein the automated apparatus further comprises:means for generatingsignals instructing the first operator workstation to correct data inputerrors detected by the automated apparatus.
 13. The system of claim 10,further comprising:a second operator workstation for use by a humanoperator supervisor coupled by a data link to the automated apparatus;and the automated apparatus further comprising means for generatingoperator input error reports and for transmitting said error reports tothe second operator workstation.
 14. The system of claim 13, wherein theautomated apparatus further comprises:means for providing data inputsuggestions to a human operator working at the first operatorworkstation.
 15. The system of claim 10, wherein the automated apparatusfurther comprises:means for generating signals instructing the firstoperator workstation to correct data input errors detected by theautomated apparatus.
 16. The system of claim 10, wherein the automatedapparatus further comprises:means for providing data input suggestionsto a human operator working at the first operator workstation.
 17. Themethod of claim 15, wherein the automated apparatus and the firstoperator workstation both receive the same audio signals from thetelephone switch, the automated apparatus further comprising:a speechrecognizer for performing speech recognition operations on at least someof the audio signals received from the telephone switch.
 18. The methodof claim 1, wherein the monitoring computer system is an unmannedautomated operator workstation coupled to a telephone switch.
 19. Themethod of claim 18, further comprising the steps of:supplying audiosignals from the telephone switch to the monitoring computer system; andoperating the monitoring computer system to monitor the audio signals.20. The method of claim 19, wherein the monitoring computer systemincludes a speech recognition device, the step of operating themonitoring computer system to monitor the audio signals including thestep of:performing a speech recognition operation on at least some ofthe monitored audio signals.
 21. The method of claim 1, furthercomprising the steps of:supplying audio signals from a telephone switchto the monitoring computer system; and operating the monitoring computersystem to perform a speech recognition operation on at least some of theaudio signals.
 22. The system of claim 10, wherein the automatedapparatus includes:a speech recognition device for performing a speechrecognition operation on audio signals supplied to the automatedapparatus.